::: MAS :::

The other day when we were talking about the GLCs (Government Linked Companies), we came upon Malaysia Airline (MAS), and it stirred up bad memories and experience that I had with MAS in 1999, which vowed me not to take MAS anymore in my lifetime.

In 1999, my father fainted in front of one of the shoplots near his office, and was rushed to hospital for emergencies. I was still in the States that time and I got the call at 4am and it gave me a shock. Desperate, scared, and anxious, I called MAS @ LAX (Los Angeles Airport) to seek for assistance. I couldn't help it but remember the conversation vividly because it was one of those really bad experiences I went through.

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Me: "Hello, Malaysian Airline?"

Stranger: "Yes"

Me: "My father was admitted to the hospital so I need to get a plane ticket back to Malaysia as soon as possible. Do you have any opening seat for me at the soonest?"

Stranger: "What? Oh... hold on, let me check."

[paper shuffling sound in the background]

Stranger: "Hello? We have available seat tomorrow afternoon flight."

Me: "Great! What time is the flight and how much is it?"

Stranger: [shuffling papers again] "Let see... 2pm and the cost is.... [shuffling paper again]... hold on, let me check ... [more shuffling sound, and I wanted to ask him if he know what the fuck is computer or not]... Oh, the price is one thousand seven hundred."

Me: "Huh? Ringgit or US Dollar?"

Stranger: "US Dollar"

Me: "Alright. Does that include domestic flight? I am currently in..."

Stranger: [cut me off] "Sorry sir, domestic flight is on your own."

Me: "Okay... If I buy the ticket now and I couldn't make it to the flight due to domestic flight delays, will there be any charges"

Stranger: "Yeah, you will be fine 50% of the flight charges"

Me: [angry] "What? Alright, I'll will check elsewhere first. Thanks!"

Stranger: [to his colleagues before he hung up] "Bugger, waste my time only..."

Me: [shouting] "What are you talking about? I want to talk to your manager!"

Stranger: "Excuse me sir? Why do you want to talk to my manager?"

Me: "Because I want to complaint about your service!"

Stranger: "He's not in" [hung up]

[dial the number again]

Me: "Sorry, may I speak to your supervisor or manager?"

Lady: "Yes sir. Please hold on."

[pause]

Manager: "Hello! This is Azmi."

Me: "Hello, encik Azmi? Are you the supervisor of the sales?"

Manager: "Yes sir! May I know who's on the line please?"

Me: "I am Adrian, and I am calling to complain about the service provided by your sales staff." [went on to tell him the story]

Manager: "So what do you want me to do?"

Me: [pause] "What do you mean by what I want you to do? I am calling to complaint about the poor service that your staff provided to me."

Manager: "Okay, but there's not much I can do. Maybe you can try to take another airlines?"

Me: [very angry] "Fine! I will not take MAS anymore! And imagine this! If your fellow Malaysian is not taking your airline, how do you expect to do well?" [hung up]

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At the end, I called one of those travel agencies and got EVA Air, inclusive of airport tax, domestic flights, roundtrip, for a cool USD 850. Furthermore, they gave me such an exeptional service that I manage to get my tickets the next day at 11am (kudos to FedEx too) and I was able to catch my flight. Oh! Did I mention that when I reached LAX, the EVA Air staff upgraded me to Business Class after knowing about the tragedy back home. Now this is what I call Exceptional Customer Service.

Right after this incident, I have never taken MAS anymore, and I am not planning to take MAS ever. Well, its not a wonder why MAS can fumble lately for their poor performance and also big splash of news. I, for one, will not take MAS, even I am a Malaysian myself.

If any of the MAS staff is reading this blog, pass this to your higher management and tell them to learn what is the meaning of Customer Service, and provide you guys training on these important issues.